{"id":15077,"date":"2021-02-01T18:13:50","date_gmt":"2021-02-01T18:13:50","guid":{"rendered":"https:\/\/leger360.com\/wow-contact-comment-optimiser-lexperience-client-livree-au-telephone-par-clavardage-ou-par-courriel\/"},"modified":"2024-02-09T09:18:57","modified_gmt":"2024-02-09T09:18:57","slug":"wow-contact-comment-optimiser-lexperience-client-livree-au-telephone-par-clavardage-ou-par-courriel","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/wow-contact-comment-optimiser-lexperience-client-livree-au-telephone-par-clavardage-ou-par-courriel\/","title":{"rendered":"WOW Contact : Comment optimiser l\u2019exp\u00e9rience client livr\u00e9e au t\u00e9l\u00e9phone, par clavardage ou par courriel"},"content":{"rendered":"\n<p>L\u00e9ger est fi\u00e8re d\u2019ajouter un nouveau volet \u00e0 son \u00e9tude annuelle WOW en 2020. Alors que l\u2019<a href=\"https:\/\/leger360.com\/fr\/sondages\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\/\">\u00e9tude WOW<\/a> \u00e9value l\u2019exp\u00e9rience client en magasin et l\u2019<a href=\"https:\/\/leger360.com\/fr\/sondages\/wow-numerique-2020-les-meilleures-experiences-en-ligne-canada\/\">\u00e9tude WOW Num\u00e9rique<\/a>, l\u2019exp\u00e9rience client en ligne, <strong>WOW Contact<\/strong> \u00e9value quant \u00e0 elle l\u2019exp\u00e9rience client avec un conseiller du service \u00e0 la client\u00e8le ou du support apr\u00e8s-vente.<\/p>\n\n\n\n<p>En raison de la pand\u00e9mie actuelle de la COVID-19, nous avons observ\u00e9 une augmentation importante chez plusieurs d\u00e9taillants canadiens des interactions avec leurs clients par tous les points de contact. Ainsi, c\u2019est plus de 8 000 Canadiens ayant pris contact avec le service par t\u00e9l\u00e9phone, clavardage, courriel, messagerie texte ou m\u00e9dias sociaux d\u2019une entreprise depuis juin 2020 qui ont \u00e9t\u00e9 sond\u00e9s afin d\u2019\u00e9valuer 11 nouvelles dimensions, lesquelles d\u00e9coulent des actions et comportements attendus d\u2019un employ\u00e9 dans une prise en charge optimale d\u2019un contact client.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><em>La pand\u00e9mie a certainement \u00e9branl\u00e9 nos sch\u00e8mes de r\u00e9f\u00e9rence en termes d&rsquo;habitudes de consommation. Elle a surtout mis en lumi\u00e8re d&rsquo;autres points de service que les magasins aupr\u00e8s des consommateurs, les achats en ligne voyant d&rsquo;ailleurs leurs adeptes exploser. Il \u00e9tait donc important pour nous de rendre disponible aux entreprises une vue 360 sur leurs principaux points de contact, incluant un appel, un courriel ou une session de clavardage. Comme l&rsquo;exp\u00e9rience client se d\u00e9finit au fil des interactions, si basiques soient-elles, l&rsquo;inclusion d&rsquo;un volet Contact \u00e0 l&rsquo;\u00e9tude WOW allait de soi cette ann\u00e9e. <\/em><\/p><p>&#8211; Isabelle Blanchet, vice-pr\u00e9sidente, exp\u00e9rience client, L\u00e9ger MetriCX<\/p><\/blockquote>\n\n\n\n<p>Au final, 100 entreprises canadiennes ont \u00e9t\u00e9 \u00e9valu\u00e9es afin comprendre\u00a0:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>L\u2019incidence du contact avec un conseiller du service \u00e0 la client\u00e8le ou du support apr\u00e8s-vente;<\/li><li>Le moyen utilis\u00e9 et motif de la prise de contact avec un conseiller;<\/li><li>Les indicateurs cl\u00e9s de performance du service contact (satisfaction globale et probabilit\u00e9 de recommander).<\/li><\/ul>\n\n\n\n<p>Quelles sont les grandes observations en service \u00e0 la client\u00e8le et support apr\u00e8s-vente en 2020?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-quelques-faits-saillants\">QUELQUES\u00a0FAITS SAILLANTS<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-le-t-l-phone-est-la-fa-on-la-plus-populaire-de-prendre-contact-avec-le-service-la-client-le-ou-le-support-apr-s-vente-d-une-entreprise\">>\u00a0LE T\u00c9L\u00c9PHONE EST LA FA\u00c7ON LA PLUS POPULAIRE DE PRENDRE CONTACT AVEC LE SERVICE \u00c0 LA CLIENT\u00c8LE OU LE SUPPORT APR\u00c8S-VENTE D\u2019UNE ENTREPRISE.<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-en-g-n-ral-les-conseillers-sont-l-coute-de-leurs-clients-mais-le-suivi-apr-s-vente-est-jug-insatisfaisant\">>\u00a0EN G\u00c9N\u00c9RAL, LES CONSEILLERS SONT \u00c0 L\u2019\u00c9COUTE DE LEURS CLIENTS, MAIS LE SUIVI APR\u00c8S-VENTE EST JUG\u00c9 INSATISFAISANT.<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-les-meilleurs-services-sont-livr-s-par-les-lunetteries-les-banques-et-les-pharmacies\">>\u00a0LES MEILLEURS SERVICES SONT LIVR\u00c9S PAR LES LUNETTERIES, LES BANQUES ET LES PHARMACIES.<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-le-pire-temps-d-attente-avant-d-obtenir-une-premi-re-r-ponse-est-dans-le-secteur-des-t-l-communications\">>\u00a0LE PIRE TEMPS D\u2019ATTENTE AVANT D\u2019OBTENIR UNE PREMI\u00c8RE R\u00c9PONSE EST DANS LE SECTEUR DES T\u00c9L\u00c9COMMUNICATIONS<\/h3>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-webinaire\">WEBINAIRE<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/youtu.be\/avDyZ3VnMXM\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/leger360.com\/wp-content\/uploads\/2024\/02\/Webinaire_FR.jpg\" alt=\"\" class=\"wp-image-30349\" width=\"600\"\/><\/a><\/figure><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Le 29 janvier 2021, <strong>Isabelle Blanchet<\/strong>, vice-pr\u00e9sidente, exp\u00e9rience client, L\u00e9ger MetriCX, et <strong>Christian Bourque<\/strong>, vice-pr\u00e9sident ex\u00e9cutif, ont d\u00e9voil\u00e9 les principales conclusions du nouveau volet Contact de l\u2019\u00e9tude WOW 2020 de L\u00e9ger. Ils ont \u00e9galement apport\u00e9 des pistes de r\u00e9flexion tactiques et op\u00e9rationnelles en vue d\u2019optimiser l&rsquo;exp\u00e9rience client des d\u00e9taillants \u00e0 l\u2019\u00e9coute.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-pour-r-couter-ce-webinaire-cliquez-ici\"><a href=\"https:\/\/youtu.be\/avDyZ3VnMXM\" target=\"_blank\" rel=\"noreferrer noopener\">Pour (r\u00e9)\u00e9couter ce webinaire, cliquez ici<\/a>.<\/h3>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-cette-tude-vous-int-resse-remplissez-le-formulaire-ci-dessous-pour-obtenir-plus-d-information\">CETTE \u00c9TUDE VOUS INT\u00c9RESSE? REMPLISSEZ LE FORMULAIRE CI-DESSOUS POUR OBTENIR PLUS D\u2019INFORMATION.<\/h2>\n\n\n\n<p>[mc4wp_form id=\u00a0\u00bb30358&Prime;]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u00e9ger est fi\u00e8re d\u2019ajouter un nouveau volet \u00e0 son \u00e9tude annuelle WOW en 2020. Alors que l\u2019\u00e9tude WOW \u00e9value l\u2019exp\u00e9rience client en magasin et l\u2019\u00e9tude WOW Num\u00e9rique, l\u2019exp\u00e9rience client en ligne, WOW Contact \u00e9value quant \u00e0 elle l\u2019exp\u00e9rience client avec un conseiller du service \u00e0 la client\u00e8le ou du support apr\u00e8s-vente. En raison de la [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":9183,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[876],"tags":[],"post_language_cat":[39],"class_list":["post-15077","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-expertise-de-marche","post_language_cat-fr-market-intelligence"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>WOW Contact : Comment optimiser l\u2019exp\u00e9rience client livr\u00e9e au t\u00e9l\u00e9phone, par clavardage ou par courriel - Leger<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leger360.com\/fr\/wow-contact-comment-optimiser-lexperience-client-livree-au-telephone-par-clavardage-ou-par-courriel\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"WOW Contact : Comment optimiser l\u2019exp\u00e9rience client livr\u00e9e au t\u00e9l\u00e9phone, par clavardage ou par courriel\" \/>\n<meta property=\"og:description\" content=\"L\u00e9ger est fi\u00e8re d\u2019ajouter un nouveau volet \u00e0 son \u00e9tude annuelle WOW en 2020. Alors que l\u2019\u00e9tude WOW \u00e9value l\u2019exp\u00e9rience client en magasin et l\u2019\u00e9tude WOW Num\u00e9rique, l\u2019exp\u00e9rience client en ligne, WOW Contact \u00e9value quant \u00e0 elle l\u2019exp\u00e9rience client avec un conseiller du service \u00e0 la client\u00e8le ou du support apr\u00e8s-vente. 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